IBM Jobs
Introduction
Ready to re-imagine the product role? At IBM, as an Offering Manager, you are responsible for the full lifecycle of an offering: from validating need to determining the business model and defining the solution requirements. Going beyond the traditional focus of timetables and budgets, you use your keen insights into what customers want in their own business plan - and work across disciplines to build the best to a problem. If being the CEO of your offering excites you, consider an offering career at IBM.
Your Role and Responsibilities
IBM Technology Zone is the single destination for our technical go-to-market teams, business partner ecosystem, and customers to easily learn, build, customize, and share live environments with IBM technology that solve real customer problems and showcase the value of IBM. As the Manager of the IBM Technology Zone Customer Care team, it is your job to create a world class customer care team to support this mission, which includes the following responsibilities, but is not limited to:
In collaboration with watsonx engineers, drive the development and implementation of an AI bot to replace existing systems and streamline support workflow,
Immediate replacement of existing support processes to focus on quality responses, user satisfaction & loyalty,
Immediate implementation of a knowledge base to promote self-service and decrease call volumes,
Redefine Service Level Agreements (SLAs) to better align to time needed for ticket resolution,
Establish achievable customer satisfaction goals,
Provide call metrics & analysis for the monthly Executive operations review,
Work with the Manager of the SRE team to align on support escalation processes and SLAs,
Hire, train, and manage a global team of support agents, and provide appropriate shift work based on call analytics,
Monitor support agents and evaluate responses to ensure they deliver prompt, high quality service to our technical stakeholders.
Required Technical and Professional Expertise
10+ years of experience in IT support, and 5+ years management experience,
Proven ability to set direction for a team, implement change and make critical decisions,
Possess strong leadership, problem solving and relationship management skills,
Proven ability to train and mentor support agents,
Ability to work in a fast-paced environment.
Preferred Technical and Professional Expertise
Experience supporting a technical sales organization preferred over client support,
Understanding of IBM technology an asset,
Experience in a related industry preferred.
About Business UnitIBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and capabilities, IBM builds deep and broad-based client relationships. This local focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through marketplaces.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being - Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
